GEM Journal
For service leaders who set the standard every shift. Your competitive edge in guest experience and hospitality leadership.
Practical guidance leaders use to coach teams, engage employees,and elevate the guest experience in every interaction.
Introducing GEM Journal: A New Way to Access Hospitality Excellence Insights
Since 1999, Hospitality Excellence has helped organizations strengthen guest experience management through analysis, training, consulting and strategic insight. To extend that expertise, we launched GEM Journal, the journal of hospitality excellence, delivering practical guidance leaders use every day to guide teams and elevate guest experience. GEM Journal is designed to be used — not just read — helping leaders turn ideas into daily habits that strengthen teams and create meaningful guest engagement and inspire reviews, referrals and repeat guests that make the profitable difference. Drawing on decades of cross-industry work and experience training tens of thousands of professionals, Hospitality Excellence’s GEM Journal turns real-world learning into actionable insights on guest, customer, and client service delivery and impact.
Where hospitality leaders sharpen their craft
The GEM Journal newsletter delivers a weekly briefing on service leadership, guest experience strategy, and real-world insights from across the global hospitality community.
Get the latest hospitality insights
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Delivered in a quick weekly briefing
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Scan in minutes
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Read what matters most
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Where hospitality leaders sharpen their craft
The GEM Journal newsletter delivers a weekly briefing on service leadership, guest experience strategy, and real-world insights from across the global hospitality community.
Get the latest hospitality insights
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Delivered in a quick weekly briefing
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Scan in minutes
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Read what matters most
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
In the box below, you’ll find a selection of the latest GEM Journal articles, offering ideas you can explore, share, and apply within your organization.
Where Consumer Interest Has Headed In 2026
Read MoreThe Importance of Delivery For Excellent Guest Service — Same Script, Different Story
Read MoreThe Complexity of Tipping: How Mandatory Service Fees Are Changing Dining
Read MoreNearly Half of Women Hotel Leaders Report Gendered Leadership Expectations as Barrier to Career Growth, Study Finds
Read More5 Ways to Prepare Your Hotel or Airbnb for the FIFA World Cup
Read MoreWhat Our Clients Say
“Roberta and the Hospitality Excellence team had the unique ability to understand our business, recognize our needs, and build rapport with individuals at all levels of our organization.
Our management team continues to apply the management skills learned months later. We plan to have Hospitality Excellence back in the future to reinforce the skills and ideas they taught our management team.”
Philip G. Caldwell
Corporate Controller
Auto Tag Management Group
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We look forward to sharing these concepts and ideas with our new hires and regularly infusing the whole team with service excellence updates.“
Melissa Potocki
Customer Service Trainer
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Thank you for this opportunity to recognize the efforts used to provide unrivaled service and to showcase our skills. Your help has been invaluable.”
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VP of MyAssist Operations
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